Knowledge Base Architect & Content Governance Lead

Etihad food group; Abu Dhabi; On-site; AED 180,000 - 240,000; Full time

Job summary

Etihad Airways is seeking a Knowledge Base & Content Officer to govern and advance our Guest Services knowledge management. You will drive content strategy, maintain the knowledge base, and ensure timely communication of updates across internal teams and service providers.

The role requires governance expertise, data analysis skills, and experience with knowledge platforms, MS 365, and cross-functional stakeholder management.

Qualifications

• Bachelor's degree or related discipline.
• 4 years' experience in Knowledge Management, Content Management, Quality, Learning & Development, Operations Support, or Customer Service.
• Experience managing cross-functional stakeholders and outsourced providers.
• Proven governance, communications, and content management experience.
• Experience analysing performance data and trends to drive improvements.
• Proficiency with knowledge management platforms and MS 365.

Responsibilities

• Govern and improve Guest Services knowledge management practices.
• Act as focal point for governance, content strategy, and analytics.
• Manage Knowledge Base content for accuracy, compliance, and alignment.
• Collaborate with stakeholders to communicate changes and updates.
• Develop knowledge articles, guides, and learning content for readiness.
• Monitor usage, trends, and feedback to identify gaps and improvements.
• Partner with Operations, Quality, and Learning & Development for training needs.
• Produce knowledge performance reports and actionable insights.

Skills

Knowledge governance

Content management

Stakeholder management

Data analysis

MS 365 applications

Education

Bachelor's degree (Business Administration / Communications / Knowledge Management)

Tools

Knowledge management platforms

Reporting tools

Microsoft 365

Job description

Etihad Airways is seeking a Knowledge Base & Content Officer to govern and advance our Guest Services knowledge management. You will drive content strategy, maintain the knowledge base, and ensure timely communication of updates across internal teams and service providers.

The role requires governance expertise, data analysis skills, and experience with knowledge platforms, MS 365, and cross-functional stakeholder management.